Privacy Statement

Privacy statement for Speak Safe @ Fair Way

This statement applies to Speak Safe @ Fair Way service for Fire and Emergency New Zealand.  Fair Way is committed to managing your personal information in accordance with the principles of the Privacy Act 2020.

  • Translation and Interpreter services

    Chat with us

    Privacy is important to us. If you have any questions about your information or would like assistance understanding our Privacy Statement, we can arrange an interpreter. Please contact us to let us know and we will arrange a professional interpreter in the language you want.

  • What is personal information?

    Personal info

    Personal information is any information which tells us something about a specific individual. In your interactions with Speak Safe @ Fair Way this may range from your contact details to details about your enquiry/complaint. It may include information that you have provided to Speak Safe @ Fair Way, and information that others have provided with your consent.

  • What personal information will we collect?

    What happens complaint

    If you make an enquiry or complaint to Speak Safe @ Fair Way we will collect information about you and the substance of your enquiry or complaint.  Unless you wish to be anonymous, this will include your name, contact information, and details about your role with FENZ.  We also collect some information for reporting and analysis purposes, such as your gender.  

    You can choose to provide us with as much or as little information about your enquiry or complaint, including uploading documents.  

    We also ask you for some information about your wellbeing, to identify whether you have any need for wellbeing support. 

    If you choose to make your complaint anonymously then we may need to complete the investigation based on the information we have.

  • Sharing your information

    Sharing info

    Speak Safe @ Fair Way does not give information about you to Fire and Emergency NZ unless you have given us consent to do so. Once you have given us your consent to speak with Fire and Emergency NZ, we will share information with them that helps us to resolve your complaint.

    Speak Safe @ Fair Way does not give information about you to other organisations or anyone else unless any of the following applies:

    • You have consented.
    • It is required or authorised by the Privacy Act 2020, or by any other law. Examples include:
        • It will prevent or lessen a serious threat to public health or safety or to somebody's life or health.
        • For legal proceedings.
    • The information is to be used in a way that will not identify you; or it is to be used for quality assurance, statistical or research purposes and will not be published in a way that will identify you.
    • The other organisation is one of our trusted service providers that support us to do our work (eg provides IT services).
  • How we collect personal information

    Collecting info

    Speak Safe @ Fair Way collects personal information directly from you about your complaint when you call or email us, or submit a form via our website.  We will also collect information about you from others to whom you have provided consent to share your personal information with us.

    You may be making a complaint on behalf of someone else. You should obtain their consent before contacting us. We will confirm their consent for you to represent them prior to processing the complaint.

    Please refer to Fair Way's website privacy statement for how we collect information when you visit our websites. This information can be found here:  Our privacy policy | Fair Way Resolution Limited

  • Use of personal information

    Using info

    Speak Safe @ Fair Way uses your personal information primarily in relation to resolving your complaint.

    It is not until we have obtained consent that we will contact Fire and Emergency NZ. At that point, we will need to share information that helps us resolve your complaint i.e. your name, department, the nature of the complaint, the person, team or situation your complaint is about.

    Please note the Speak Safe @ Fair Way process operates independently of Fire and Emergency NZ.  Our process will be explained to you when your case is being triaged, however you should be aware that for an investigation:

    • In order to investigate your complaint, Speak Safe @ Fair Way will require your consent to exchange information about you with Fire and Emergency and any responding parties (i.e. who you are complaining about).
    • Without this consent we will not be able to investigate your complaint.  
    • If information is not supplied as requested, the investigation will be carried out based on the information available.
    • We may record meetings and phone calls with you for investigation purposes. We will let you know when we are doing this.

    The secondary purpose includes use of your personal information to improve service delivery and performance management through business analysis, and process improvement. Speak Safe @ Fair Way only uses aggregated or de-identified personal information for this purpose.

  • Information protection

    Info protection

    Speak Safe @ Fair Way keeps your personal information only for as long as it is necessary to carry out our conflict management functions, and as required by law. Speak Safe @ Fair Way will keep your information in a secure environment.

  • Your choices

    Your choices

    If you want to check the personal information that Speak Safe @ Fair Way has about you, or receive a copy of that information, you can contact us by email (, by phone or by post to:

    Privacy Officer
    FairWay Resolution Limited
    PO Box 12790, Penrose, Auckland 1642

    If appropriate, you may have the information amended. If Speak Safe @ Fair Way is not responsible for the information you are looking to access or correct, Speak Safe @ Fair Way will redirect you to the appropriate party. Where information is not amended, following a request, a note regarding your request will be attached to your file.

Get in touch Process

How to contact us

If you wish to contact us about this statement, please contact our Privacy Officer by email (, or by phone 0800 77 44 22.